Warranty Direct is an Insurance Intermediary authorised and regulated by the Financial Conduct Authority. Our FCA Register Number is 309075 and we are on the Financial Services Register, which you can check at www.fca.org.uk/register. Policies are subject to English Law.

All policies and documents must be checked by our clients to ensure that they are correct, and that they meet their requirements. It is the responsibility of purchaser of the policy to ensure that it meets their requirements. If in doubt about your cover under a policy please ask for clarification. All clients will give us authority to retain documents when we feel this is appropriate for the protection of the insurer or in the client's interest or in our interest. Under no circumstances can our staff answer questions or give advice on policies not arranged by us.

Non disclosure can lead to policies being made void or claims being rejected.

Force Majeure. We shall not be liable for any failure to perform our obligations hereunder if such failure results from any act of God, government act, civil commotion, riots, legislation, weather conditions or actions of companies or persons outside our control.

Photocopying is done on the understanding that any breach of copyright will be the responsibility of the person requesting the photocopying. We do not accept responsibility for damage to any article. We reserve the right to decline to photocopy any item.

All clients transacting business with Warranty Direct Ltd will be deemed to have accepted these terms of business. We reserve the right to amend our Terms of Business. Our Terms of Business do not affect the Consumers Statutory rights.

Complaints Procedure

If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your complaint to:

If you are still not satisfied, we will tell you about our procedures and all relevant contact details during each stage of your complaint.

Investigation

A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about.

Communication

1 If we need to ask you for more information, we will tell you why this is necessary.

2 If we need to take action to settle the problem, we will tell you what action we will take and keep you up to date with any developments.

3 We will give you a clear written explanation for our action. If we need to pay any undisputed amount due under the policy, we will do this quickly and this will not affect your complaint.

4 When we issue our final response, we will give you written details of the next stage of our complaints procedure.

We will keep you informed in line with the following service standards.

1 We will return your phone calls within two working days.

2 When we receive your complaint, we will usually acknowledge this in writing on the same day, but in any case within five working days. The acknowledgement will include the relevant complaint handler's details and a copy of these procedures.

3 Within four weeks of receiving your complaint, they will send you a:

• final response; or

• holding response, which will explain why we cannot yet settle your complaint, and will give you a date by which we will contact you again. You will receive a final response or another holding response within a further four weeks.

4 At 8 weeks the complainant will be provided with a copy of the FOS referral rights if a final response has not yet been made by Warranty Direct.

5 When we issue our final response, we will give you written details of the next stage of our complaints procedure.

If the matter is still not resolved to your satisfaction you have the right to refer your complaint to:

There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.

We are covered by the Financial Services Compensation Scheme (the Scheme). You may be entitled to compensation from the Scheme if we cannot meet our obligations. Further information about compensation arrangements is available from the Financial Services Compensation Scheme, telephone number 020 7741 4100 or www.fscs.org.uk

The parties to this contract are free to choose the law applicable to it. If you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man you may choose to commence legal proceedings in your local courts. In any other cases unless there is agreement to the contrary English law will apply.

Data Protection Act 1998

We will keep any personal information you give us, in line with the Data Protection Act 1998, for the purpose of providing insurance and handling claims. This may mean passing the information to third parties.